WORK HISTORY

Professional Development Center - 1980-2008
Facilitator/Trainer/Owner/Consultant/Speaker
27 years experience in the Personal Development, Training and Facilitation fields having trained thousands from small businesses to fortune 1000 Companies.

Consult Automotive Dealerships to develop more effective customer-friendly processes in order to increase sales in both Sales & Fixed Operations and to increase positive responses from Manufacturers Surveys.

Chrysler Corporation - 1995-2007
Facilitator, "Quarterly Product Training"
Trained sales people from all Chrysler divisions in the following:
Customer Service/Communication Skills/Safety, Comfort, Technology Features - all Chrysler Models/ Walkaround Presentations/Warranty/Delivery.

Facilitator, "Customer One"
Trained all levels of Dealership personnel for the culture change and awareness program.

Facilitator, “Commercial Outside Selling Skills”
Trained Commercial salespeople in the development of outside sales including: Planning
Presenting
Prospecting
Follow-up

Nissan North America - 1996-2005
Facilitator, "Nissan Way"
Dual purpose role within dealerships over seven months:
1) Facilitated 5-step Process Change through Management/Service/Sales task forces
2) Developed sustainment programs and trained Team Leaders in Nissan Way Process Change.

Facilitator, "Business & Financial Analysis"
Two-day, four-part Service Manager training consisting of:
-Complete Dealer Financial Statement Analysis
-"Owner First" (CSI) Analysis
-100 Repair Order Analysis to: determine Effective Labor Rate, Customer Paid Work Mix, Cost of Sales, Gross Profit, & Service Advisor Productivity.

Facilitator, "Increasing Customer Pay Business"
Two-Day Service Manager training designed to increase Customer Pay by understanding:
-Priorities and Performance Improvement
-Improving individual performance

Facilitator, "Service Department Performance Improvement"
Two-Day Service Manager training designed to help improve and develop Service Department processes. The six-step model included:
1) Conducting a High-Level Analysis
2) Conducting an Issue Analysis
3) Identifying Causes & Root Causes
4) Identifying Solutions
5) Implementing Solutions
6) Monitoring Results

Facilitator, "Effective Marketing & Communication"
Service Advisor sessions consisting of demonstration and role plays covering
-11-step service process
-Communication Skills
-Up-Selling Skills

Facilitator, "Selling Service Products"
In combination with the "Increasing Customer Pay Business," taught Service Advisors how to increase their service business by understanding:
-The Major Market Initiative
-Selling Features and Benefits
-Service Products
-Dealership Advantages
-The Nissan Service Process
-The Service Walk-around
-Identifying Selling Opportunities
-Selling Skills
-Building Trust
-The Customer Actions & Challenges Model
-Overcoming Objections

Facilitator, “Service Advisor Orientation”
Trained newly hired Service Advisors on the Nissan or Infiniti service culture and the selling of service products. Modules included:
-Nissan/Infiniti Brand
-Customer Satisfaction
-Nissan/Infiniti Service Process
-Nissan/Infiniti Vehicles
-Selling Service Products
-Certification

Facilitator, "Straight Talk-Pure Thrill"
Facilitated Nissan's Ride & Drive for the 2000 Maxima, Xterra SUV and Frontier Crew Cab in the areas of: Product Knowledge/Competitive Comparisons/Walk-arounds/SSI/Customer Follow-up/Engine Technology.

Facilitator, "Xterra/Frontier In-Dealership Training"
a) Introduced Sales Consultants to the new features in both the Nissan Xterra SUV and the Nissan Frontier Truck.
b) Taught Features/Advantages/Benefits for both vehicles
c) Developed Competitive Comparison Feature/Benefits on key competitive vehicles
d) Performed an extensive Walk-around comparison between the Nissan Xterra and the Jeep Liberty

Facilitator, “Nissan Product Advantage In-Dealership Training”
a) Focused on key features of Maxima, Murano, Quest & Armada
b) Identified and described each vehicle’s unique selling points over its primary competitors
c) Identified & addressed cross-shopper objections
d) Conducted a persuasive product presentation

Facilitator, “Sales Consultant Orientation”
Trained newly hired Sales Consultants on the Nissan or Infiniti sales culture and the selling of new vehicles. Modules included:
- Nissan/Infiniti Brand
- Nissan/Infiniti Sales Process
- Common Vehicle Systems
- Vehicle Walk-around
- Delivery Activity

Facilitator, "Total Ownership Experience," Infiniti Motor Cars
Trained Dealership Sales & Management on:

Facilitator, "2002 Q45 Product Launch Training," Infiniti Motor Cars
Introduced participants to the "Vehicle Information System" (VIS)
Led a Competitive Comparison between the 2002 Q45 vs. BMW 540i

Facilitator, "Infiniti New Dealer Training," Infiniti Motor Cars
New dealer training prior to opening for business
a) Trained "Product Ambassadors" on all Infiniti products using FAB, SPACED and product enhancers
b) Trained sales department on the 9-step sales process

Facilitator, “Infiniti FX35 vs. Lexus RX 330 In-Dealership Training,” Infiniti Motor Cars
Trained sales consultants on competitive comparisons of both vehicles including:
a) Walk-around
b) Cross-shopper objections
c) Vehicle presentation
d) Demo drive

Automobile Satellite Training Network - 1996-1997
Co-Host, "Sales Meeting"
Four-minute daily program featuring sales training and sales techniques available to over 3,000 automobile dealerships.

On-Air Trainer, "VALUES-Driven Leadership"
Wrote, produced and delivered a 5-Part Management series on Relationship Leadership and Behavior Change in the Dealershipbroadcast to 3,000 dealerships.

Volvo Cars of North America - 1997-2000
Facilitator, "Volvo University"
Customer Service Training Programs for Service/Parts personnel included:

Facilitator, "Train-The-Trainer"
Trained Volvo Regional Hub Management to deliver the new Volvo S80 information to local Retailer management.
Facilitated Retailer Business Planner meeting to plan for sales of future products.

Land Rover North America - 1997
Facilitator, "4 x 4 Authority"
Conducted training meetings in dealership covering sales techniques specifically for the Discovery model.
Conducted Service Advisor meetings dealing with Process, Best Practices and Diagnostic Tools.

Mazda - 1997-2006
Facilitator, "Service Advisor Training"
Customer Service training: Service Advisor Selling Skills/Proactive Customer Handling.

Facilitator, "The Total Tribute Experience"
Facilitated Mazda's entry into the SUV Market:
-The key reasons to buy a Mazda Tribute over its competitors
-Consumer perceptions of SUV's

Facilitator, "2006 Volume Leader Roadshow"
Facilitated Product Training for Service Department Personnel for the:
Mazda3/Mazda6/RX8/Tribute
Covering: Engines/Transmissions/Steering/Suspensions/Brakes/Safety & Security/Audio/Navigation Systems

Ford Motor Corporation - 1998-2005
Facilitator/Consultant/Trainer, XLA (Excellence In Action)"

Evaluator, "Blue Oval Certified"
Evaluated Ford Dealerships on-site to qualify for Ford's Blue Oval Certification. Elements included:
-Interviews of Management, Sales and Service consultants

Facilitator, “Business Preferred Network – Advanced Training Seminar”
Trained Commercial Account Managers, F&I Managers, Service Managers and Advisors Regionally on:

General Motors - 1999-2003
Facilitator, "Cadillac Catera College"
Facilitated the "Customer Process" for Dealership Managers which consisted of:
-Developing an understanding of the wants & expectations of entry Luxury buyers
-Learning how to close the gap between current practice & the expectations of these new customers
-Identifying potential targets for action in the dealership.

Pontiac - 2003
Facilitator, "Pontiac Performance Tour"
Trained dealership salespeople on the 2004 Grand Prix in two areas:
a) Competitive Advantages – covering Safety, Quality, Reliability & Durability
b) The Driver’s Car – Model Lineup, Ride & Handling & Power and Performance Features

AutoNation, North Texas District - 2000
Facilitator, "ASM Training"
Developed and facilitated initial Service Advisor training for 21 stores in North Texas. Training included:
Development of Trust/Selling Value/Process Selling/Up-Selling

American Honda Motors - 2002-2003
Facilitator, "Excell"
Initiative designed to "Exceed Customer Expectations Levels for Life" through a coordinated Continuous Improvement Process for both Honda and Acura Dealers. The program involves every high level manager including the Dealer Principle. The two-day Facilitation included:
a) Data Collection b) Problem Resolution c) Process Redesign d) Improved Business Practices e) Continuous Improvement Management f) Implementation & Measurement

Facilitator, "Continuous Improvement Management"
5-day training for "In-Dealership Facilitators" in the 4-Step Continuous Improvement Process

Facilitator, "Dealer Validation Program"
Introduction of the steps to validation for all Honda and Acura Dealers

Honda Canada – 2006-2007
Facilitator, “Customer Centred Selling”

Facilitator, “Customer Centred Negotiations”

Facilitator, “Customer Retention”

Hyundai Motor America - 2002-2007
Facilitator, "Advanced Sales Manager Workshop"
Facilitated workshop to introduce Sales Managers to their ongoing Training Stategy. These elements included:
a) 11 sales training modules
b) Online Training
c) Web Customers
d) HPI Survey System
e) Employee Turnover
f) Recruiting & Retention
g) Ad Planning
h) Sales Planning

Facilitator, “Influencing Others”
Advanced Communication training for DPSMs covering:

Independent Mobility Systems - 2003-2004
Facilitator, "Toyota Sienna Rampvan" Launch
Trained Pilot Mobility Dealers on the all new Sienna Rampvan converted by IMS. Training session included:
QDR, Product Presentation & Walk-around, Competitive Review of Mobility Dealers, Order & Warranty, and Marketing.

Hewlett Packard – 2004
Facilitator, “Presentation Skills Workshop”
Trained HP Retail Representatives to deliver training to retail and reseller audiences.

VT Inc/Automotive Investment Group – 2005-2007
Facilitator, “Miracle Training Program”
Service Advisor Training and Communication Skills

Enterprise Rent-A-Car – 2005-2006
Facilitator, “New Directions Training”
Retail Branch Manager Training included:

Wells Fargo - 2006-2007
Facilitator/Writer/Developer, “Business Custom Capital Sales Solutions Training”
One-day sales training program designed for Branch Managers and Personal Bankers of the five Pilot Banks selling the Wells Fargo Business Custom Capital Line of Unsecured Credit to their Small Business Customers.